The Jhansi Jan Suvidha Kendra (JJSK), part of the district's e-governance mechanism, has been functional for nearly 13 months in Uttar Pradesh and has quietly been at work, addressing complaints from over 20,000 families since its inception in 2009. The system, which most of the senior government functionaries are now trooping in to see and replicate, works on a relatively simple format. A complainant calls JJSK at the registered numbers and lodges a complaint.

The software system monitors a total of 193 government departments in the district. On receiving a complaint, it immediately assigns a category -- `A' demanding action within 24 hours, `B' seeking redressal in three days and `C', needing disposal in seven days -- and allots a complaint number. The calls are attended to round the clock and complaints are forwarded to government departments concerned for timely disposal. With all complaints being digitally recorded, the system is also able to monitor any instances of false complaints, while also keeping officers -- their conduct and performance -- in check. And if officers are unable to address concerns within the allotted time, the district magistrate, who conducts weekly meetings to interact with public and officials concerned, also sets fresh deadlines by which the work must be completed. Now, since the implementation of JJSK, from nearly 50 complainants visiting the collectorate every day, the numbers have fallen sharply to single digit figures.

The IT department of the state government has been promoting its e-governance system with much gusto, the JJSK model has not found mention despite its success.

Interestingly, with the success of JJSK, the e-governance model is now being replicated in various government and private offices. While the Jhansi Cantonment Board and the UP Housing Development Board have already incorporated the grievance redressal mechanisms on their web portals, the Jhansi authorities are also in the process of `selling' the idea to the Indian Railways and Bharat Heavy Electricals Limited.

Indian Government Departments to Replicate e-Governance Model of Jhansi

The Jhansi Jan Suvidha Kendra JJSK part of the district's e-governance mechanism has been functional for nearly 13 months in Uttar Pradesh and has quietly been at work addressing complaints from over 20,000 families since its inception in 2009 The system which most of the senior government functionaries are now trooping in to see and replicate works on a relatively simple format